Designing Digital Trust at Scale With Oliver From Engine (#41)
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Designing Digital Trust at Scale With Oliver From Engine (#41)
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A digital journey can complete successfully while leaving the customer uncertain about what happened, why a decision was made, or what they should do next.
That uncertainty can surface later through repeat contact, abandonment, complaints, and reluctance to trust the next interaction.
In this episode of Regulated Digital, we speak with Oliver King, co-founder and managing partner at Engine, about how regulated organisations can design confidence into digital journeys as automation and AI take on more of the process.
Our questions centre around where trust appears inside a journey. It may be a clear explanation before an identity check, a useful progress update during a delay, or an obvious route to a person when a decision has serious consequences - but these details shape whether the customer feels safe enough to continue.
Learn more: https://www.beyondencryption.com/blog/digital-trust-at-scale